Welcome to Edenvi Cleaning

Residential Client Guidelines

Client Guidelines

Clear Expectations. Honest Communication. Exceptional Care.

Welcome to Edenvi Cleaning
We feel honored to serve you and your family!
Our mission is to restore the peace within your home.

At Edenvi Cleaning, we believe a clean environment is more than just a tidy space — it’s the foundation of comfort, calm, and well-being.
We’re proud to provide professional residential and commercial cleaning services across Rochester and surrounding areas, built on trust, consistency, and genuine care.

Every visit is performed by trained, insured, and background-checked cleaning professionals who respect your home and privacy as if it were their own.
These guidelines were designed to help you understand how our services work and ensure your experience with Edenvi Cleaning is seamless and satisfying every time.

📞 Phone: (585) 310-2027
📧 Email: edenvicleaning@gmail.com

About Edenvi Cleaning

Founded in Rochester, NY, Edenvi Cleaning specializes in creating healthier, more peaceful spaces through eco-conscious and detail-oriented cleaning.
Our mission is to lighten your load, simplify your routine, and help your space truly feel like home.

What We Stand For

  • Transparency and trust in every interaction.

  • Fully trained, insured, and professional cleaners.

  • Consistent, detail-driven results—every time.

  • Compassionate service and complete satisfaction.

Our Services

We offer a full range of cleaning services for both homes and businesses throughout Monroe County and the greater Rochester area:

  • Standard Cleaning

  • Deep Cleaning

  • Move-In / Move-Out Cleaning

  • Office & Commercial Cleaning

  • Post-Construction Cleaning

Looking for something custom? We’ll gladly tailor a cleaning plan to fit your needs.

Hours of Operation

Office Hours: Monday–Friday, 9:00 AM – 8:00 PM
Cleaning Appointments: Monday–Friday, 8:00 AM – 5:00 PM
Weekend appointments may be available upon request.

Arrival Window

For our first scheduled appointment of the day, your cleaning team will arrive at the exact scheduled time.
For all subsequent appointments, we provide a one-hour arrival window to allow for travel, weather, and schedule adjustments.
If a significant delay occurs, you’ll be notified right away.

Service Expectations

We want you to love every clean! Here’s how you can help us deliver exceptional results:

  • Please tidy and clear surfaces before your team arrives.

  • Avoid entering rooms as they’re being cleaned.

  • Allow freshly cleaned floors to dry before walking on them.

  • Secure delicate or sentimental items for safety.

  • Keep pets and children away from areas where cleaning is in progress.

Our cleaners follow the Edenvi Cleaning Quality Checklist to ensure consistent, thorough results every time.
If you have any special requests, please let us know before your appointment—we’ll tailor your service accordingly.

Important Notice

At Edenvi Cleaning, we believe in fairness, safety, and transparency for both our clients and our team.

If we arrive and find that your home’s condition differs from the booking description — for example, if there are additional rooms, a larger area than stated, or a need for deep cleaning due to buildup — we will notify you right away before making any adjustments to pricing or service scope.


You’ll always have the opportunity to approve or decline any service changes before we proceed.
Rest assured, you will never be charged without your prior consent.

Please note that Edenvi Cleaning does not service hoarding or hazardous conditions, including but not limited to:

  • The presence of mold or mildew,

  • Biohazardous waste,

  • Infestations, or

  • Unsafe or unsanitary environments.

If mold is discovered during cleaning, our team will stop work in the affected area immediately and inform you promptly. For the safety of both you and our staff, we will not clean, disturb, or treat areas containing mold or any other hazardous substance.

Our priority is to ensure that all cleaning services are performed safely, ethically, and in full compliance with New York State health and labor regulations.

Rescheduling & Cancellation Policy

We understand that life can be unpredictable and plans can change.

  • Cancellations or reschedules with more than 24 business hours’ notice: No fee.

  • Less than 24-hour notice or no access upon arrival: 50% of the service fee applies.

  • Emergency situations: Handled with empathy and flexibility.

This policy ensures fair scheduling and compensation for our professional cleaning staff, in compliance with New York State labor fairness standards.

Access to Your Property

Most clients provide a door code, a lockbox, or a key for added convenience.
All access details are stored securely and used only by authorized Edenvi personnel.
If we are unable to access your property upon arrival, a 50% service fee will be applied.

Parking Policy

If your property does not provide free or readily available parking, any incurred parking fees will be added to your final invoice.
To help our cleaners start promptly, please ensure that accessible parking is available close to your home or business.

Supplies & Equipment Specialty

We bring all the professional-grade, eco-friendly cleaning products and equipment required for your service, including vacuums, mops, and disinfectants.

We kindly ask that you provide:

  • Trash bags

If you prefer that we use your personal cleaning products, please let us know in advance.
Edenvi Cleaning cannot be held responsible for the performance or potential damage caused by client-provided products.


Specialty Surfaces and Delicate Items


Clients are required to notify Edenvi Cleaning in advance of any specialty surfaces or delicate items within the home that may require specific cleaning methods or products. This includes, but is not limited to, marble, granite, quartz, specialty hardwood, natural stone, custom tile, artwork, tapestries, and other sensitive or high-value materials.

In cases where manufacturer-recommended or surface-specific products are necessary, clients may provide the appropriate products directly. Alternatively, Edenvi Cleaning can procure the required items upon request, and the associated cost will be added to the service invoice.

This policy ensures that all specialty surfaces and delicate items are maintained in accordance with proper care standards, thereby protecting their integrity, appearance, and longevity.

Pets

We love your furry family members!


To ensure a stress-free experience:

  • Secure pets during your cleaning visit.

  • Inform us if they are anxious, reactive, or require special handling.

  • Provide any care instructions in advance.

Our team always treats pets with kindness and respect—they’re part of your home, and we honor that.

Safety & Limitations

For safety and liability reasons, our cleaners:

  • Do not lift items weighing more than 20 pounds.

  • Do not climb higher than a two-step stool.

  • Do not move heavy furniture or appliances.

  • Do not clean hazardous materials, mold, or infestations.

We use extension tools for reaching high or hard-to-access areas wherever possible.

Payment Terms

To secure an appointment for your initial deep cleaning, Edenvi Cleaning requires a $100 non-refundable scheduling fee. This fee reserves your service date and time, covering the administrative preparation and allocation of resources necessary for your appointment. The payment will be applied toward the total cost of your first cleaning.

The scheduling fee is non-refundable if the client cancels or reschedules the appointment for any reason. If Edenvi Cleaning must cancel or reschedule, the payment will be fully credited or transferred to the next available appointment.

Payment for the remaining balance is due on the day of service.
You will receive a secure invoice via email or text, which can be paid online.

We accept the following payment methods:

  • Credit and debit cards

  • Venmo

  • Zelle

For security and documentation purposes, we do not accept cash or personal checks.

Satisfaction Guarantee

Your satisfaction means everything to us.

If any area wasn’t cleaned to your expectations, please notify us within 24 hours of your service and include photos if possible.
We’ll promptly return to re-clean those specific areas—at no additional cost.

Requests made after 24hours fall outside our service guarantee window, and full payment remains due.

Privacy & Photos

To maintain quality and accountability, our team may take before-and-after photos of cleaned areas.
These are used solely for internal quality assurance and do not include personal or identifying information.

With your written consent, we may use select images for marketing. You may opt out at any time.

Communication & Feedback

We value open, honest communication.
If you ever have a question, concern, or suggestion—please reach out. We’ll make it right.

How to report an issue:

  1. Contact us within 24 hours of your scheduled cleaning.

  2. Describe the concern and include photos if available.

  3. We’ll review and schedule a follow-up or re-clean promptly.

Your feedback helps us continuously improve our service experience.

Employment Solicitation Policy

Edenvi Cleaning invests in training, background checks, and employee support to ensure the highest level of professionalism.

To protect our team and business relationships, clients may not hire or solicit Edenvi Cleaning employees for private services during or within 12 months of their employment.
Violating this policy results in a $5,000 placement fee, in accordance with standard New York State business and contract law.

All services are contracted exclusively through Edenvi Cleaning, not through individual cleaners.

Thank You

Thank you for choosing Edenvi Cleaning—your trusted partner in maintaining a clean, balanced, and welcoming space.
We’re honored to care for your home or business, bringing peace of mind with every visit.

Edenvi Cleaning – Rochester, New York
📞 (585) 310-2027
📧 edenvicleaning@gmail.com
🌐 www.edenvicleaning.com